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CX - Customer Analyst

San Francisco, CA, US

Job Description / Skills Required

Company Description

Dropbox supports hundreds of millions of creators and innovators around the world. Our mission is to simplify the way people work together. Dropbox Business is trusted by over 200,000 companies to safeguard their most important information. As we continue to build the best place to create, share, and work with others, there’s a perfect spot for you to grow with us.

Team Description

Our mission in Dropbox is to simplify the way people work together. With a user base of over 500 million, the Customer Experience team simplifies how our users and customers interact with Dropbox. We focus on understanding the customer journey as well as where we can simplify interactions and improve the Customer Experience.

Role Description

As a Customer Analyst you are responsible for building a foundational understanding of our customers’ needs and perceptions and to guide decision making. By defining, developing, analyzing, interpreting, and leveraging customer metrics, this role supports and advances the company’s customer-centric vision to improve CX from beginning to end.

Your focus will be on shaping the product, education and support strategy using NPS and driver analysis - in a way that provides insights to partners using advanced analytical techniques. You will also be building communication initiatives for internal teams, leadership and global cross-functional partners.

Explore the connection of loyalty metrics such as NPS to actual business outcomes like Customer Lifetime Value

Innovate on methodologies and ways to collect and analyze customer feedback for both product and customer experience engagements

Develop and analyze qualitative and quantitative research and craft clear presentations, research findings, insights, and recommendations

Perform ad hoc data analysis to answer critical business questions at both a strategic and operational level

Partner with cross-functional and global teams across CX, Marketing, Product, Business Operations, Sales, and Finance

Requirements

5+ years experience in analytics, consulting, finance, business operations, or an online B2B environment (ideally SaaS)

Experience working with large amounts of data (SQL, Python or R) and ability to use that data to determine the importance of data and drive actionable insights

Experience with survey and analytical tools such as Qualtrics, Medallia, Clarabridge, SPSS

You are a highly analytical and structured thinker

Great communication and influencing skills, when working with global cross functional partners

Deeply passionate about customer experience and making life simpler with technology.

Dream to work in a rapid pace, growing and dynamic company

Ability to take complex customer issues and identify insights that help drive improvements in the customers’ experience with company

Dropbox is an equal opportunity employer. We are a welcoming place for everyone, and we do our best to make sure all people feel supported and connected at work. A big part of that effort is our support for members and allies of internal groups like Asians at Dropbox, BlackDropboxers, Latinx, Pridebox (LGBTQ), Vets at Dropbox, Women at Dropbox, ATX Diversity (based in Austin, Texas) and the Dropbox Empowerment Network (based in Dublin, Ireland).